Been coming here for years and each year makes me want to not return. I continue to come despite their horrible sales tactics and mediocre customer service because Dr. Orlen is great and it’s super convenient that it’s within the same building. However, after my recent experience I will be taking my business elsewhere. I purchased a pair of Prada frames and the pattern I received was not to my liking so I ordered another pair based on their “happiness guarantee” policy. The second pair I received was in fact just the floor sample one I originally tried. When asked to get another one, they said their happiness policy is one time only. Ok, I totally understand. I also understand tortoise patterns vary and not in their control so I am not faulting them for this. What I cannot understand is how my “one time happiness guarantee” was used if they gave me a pair of their floor samples. When I told them about this, they said it’s not. But I took a picture of the floor sample one and it was the EXACT same one as the “new”one. According to them the glasses patterns will always be different (which is why they refuse to order me another pair). So then why is the “new ” frame that I received the same exact one that I first tried on. When I told them, they were confused.. like how? Despite that, fine, I’ll take one of the ones they offered.. but that sales rep that was helping me was speaking to the manager as if I’m not there…” I told her they’re all going to be different” with such dismissive attitude. In the end, I left with a pair that I am not 100% happy with (despite their happiness guarantee policy) which again, whatever it’s not on their control so this review is strictly based on their customer service. This 1 star review is representation of the dismissive attitude that became progressively worse throughout the entire duration. She kept saying she’s confused and rolling eyes and towards the end didn’t even look at me. As a customer I felt dismissed. The manager emphasized this is a business and cannot continue to order me frames, I agree. Let’s hold that standard of managing a business then and treat your customers with a little respect and patience (emphasis on patience because she clearly didn’t have that).
